Improve FNOL One Call Intake Management

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December 7th, 2015

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shutterstock_138016598 - CopyCreating a one-call solution for FNOL management improves customer satisfaction and claim processing. Having the right staff, software and process in place will help get the right data in the right place in the shortest amount of time.
Incident Reporting in One Call
FNOL call centers are meant to help customers report an incident in a single call. In order for this to happen, you need:

  • Adequate staff for 24/7 365 reporting
  • Trained staff that can collect all relevant details
  • Software that files data electronically
  • Processes that reduce paperwork and unnecessary communication

Call center operators need to be able to enter all information quickly and efficiently so that they can reassure your customers and advise them of necessary next steps. This isn’t always possible in-house, so some companies look to outsourcing.
Outsource Requirements
When reviewing possible FNOL call centers you should make sure that, they meet basic requirements, including:

  • Adequate staffing of trained operators
  • Up to date systems
  • Personalizes solutions to meet your needs
  • Ability to escalate the call when necessary

These requirements will help your customers receive the customer service solutions they deserve and your company receives the data it needs to complete the loss management process.
To help your company understand the intricacies of customer intake solutions, claims handling and first notice of loss, contact the experts at Actec today.

FNOL Management Starts with Gaining Control

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November 17th, 2015

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When people are upset they don’t always remember details and can become easily frustrated. Because FNOL management is vital to both the company and the insured, it is important to make that first contact count. Trained representatives can obtain important information during a FNOL contact by gaining control of the conversation and guiding customers through the process.
Don’t Interrupt
Listening skills are important when working in a call center and training often focuses on operators improving active listening expertise. However, part of good listening that is often forgotten is not interrupting the person who is speaking.
It is best to let the person explain what happened without interruption. During the narrative, the operator can jot down notes of important details they can go over when the person is done. Letting the person talk it out often reveals many particulars the operator can use to complete the necessary forms.
Be Empathetic
The customer needs to know that the company realizes this is a terrible event and empathizes with him. Saying things such as “I can imagine how difficult this must be” will let the customer know the operator and the company cares.
Take the Lead
It is also important that the customer is confident they are talking to a professional. The person is upset and frustrated and wants to feel like something is being done to help. If the operator is calm, courteous and professional during the conversation it will help the customer relax enough to give the necessary information.
FNOL management requires the right information as quickly as possible in order to reduce loss or improve chances of recovery. The sooner the company can complete the necessary documents the faster the next phase of the process can begin. Professional operators who are empathetic and have active listening skills will increase the success of the FNOL process from the moment the insured calls the contact center.
FNOL reporting is your company’s opportunity to put its best foot forward. For more information about first notice of loss and 24/7 claims reporting, contact the experts at Actec.

Enhance Customer Experience With First Notice of Loss Solutions

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September 15th, 2015

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Customers never think about insurance until they need it. When it comes time to file a claim, consumers want the process to be fast, streamlined, and accessible. By modernizing your FNOL processing you will be able to improve the customer experience.
Customize the Claims Process
Companies need to customize the claims process with software solutions, electronic delivery, and online communications tailored to their business model and the needs of their clients. Customers demand solutions that meet or exceed their expectations while conforming to their logistical challenges..
Synchronize Processing
FNOL is only one step in a complicated processing chain. Each step of the process may be handled by different departments, but claims processing needs to be synchronized so that the experience is seamless for customers.
Uncomplicated Processing
Customers need assistance when they’ve been the victim of theft, automotive collision, and a host of other unfortunate events. The last thing they need to worry about is navigating a complicated claims process. Updating your process with data management, cloud and CRM systems will help your company make claim intake and the FNOL process easier for your customers.
State Requirements
Your customers consider you the authority regarding state policies and requirements. Your representatives need to have the answers for customers as well as understand company obligations. Talking customers through the process and letting them know your organization will handle state requirements will put their mind at ease.
Simplifying the Process for the Company
When you are working to enhance the customer experience you also need to find ways to make it easier for your company to manage claims. Sometimes outsourcing FNOL solutions can allow your company to focus on other aspects of managing claims. For more information about absence reporting, first notice of loss, and 24/7 claims reporting, contact the experts at Actec.

FNOL Strategies: Efficient Data Entry Strategy For Claim Management

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September 1st, 2015

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Claim management is a critical element of a First Notice of Loss (FNOL) system. The efficiency of data entry, quality assurance and information systems help companies save money and adhere to policy requirements. One of the first aspects of claim management is an efficient data entry strategy.
What Is Entered Matters
When call center operators assist consumers with a FNOL report, the information entered during that contact will set the tone for the rest of the claim process. If the operator is able to capture vital information quickly and enter it into the system, the company will be able to continue the next stages of the process efficiently. If, however, the operator fails to answer the right questions, obtain all of the necessary information or properly document the conversation then extra steps will be needed to complete the process.
Software Isn’t the Only Concern
The right software is an important element of claim management. The ability to create customized fields so that operators can ask the right questions will help make the intake process fast and efficient. Organizing the screens so that operators spend less time moving through pages and more time entering information is also important. But operator training and company policies are also vital.
Operator Training
Good customer service skills and empathy are important traits for call center operators who handle first notice of loss contacts. They need to be able to collect information from people who are distraught and may not be thinking straight at the time. The ability to help a person relax and remember details will help the operator obtain a complete report on the situation.
Company Policies
How companies teach operators to enter information into the system will help employees to be thorough and fast while still creating legible notes for quality assurance and claim processing. Medical codes, insurance codes and a company shorthand will help create a consistency to data entry that will increase efficiency.
The data entry strategy for claims management needs to be comprehensive, detailed and enhanced by the latest technology. Efficiency in claim management improves the customer experience and is a better return on investment for businesses. Outsourcing this aspect of the business can help increase efficiency and ROI. For more information about FNOL and 24/7 claim reporting, contact us.

Claims Process Outsourcing – Business Performance Efficiency

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July 28th, 2015

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Today’s business organizations are faced with multiple challenges across a multitude of business functions and processes. Business challenges requiring high degrees of specialization, such as first notice of loss insurance claims processing, need to be highly customized to meet the needs of each unique organization and industry.
Optimizing processes such as improving the customer experience, dealing with a growing need for data, driving more business, better connectivity and integration can help all companies. To accomplish this, many organizations leverage an outsourcing model.
Business outsourcing isn’t new. As a matter of fact, it’s widely used – and accepted – by many organizations, of many sizes. Today business success is measured by outcomes and KPIs which help drive business growth, innovation and customer satisfaction. Whether the function is staffed internally, or outsourced to a specialty firm, is determined by efficiency and success metrics.
For example, absence claim reporting processes that are outsourced are typically more efficient and less expensive and, because of the dramatic shift toward internet-based work tools, the economy of scale of an existing, staffed 24/7 call center, and the existing systems and knowledge available from the outsource organization. Outsourced claims reporting services can assist companies in accelerating claims process optimization, ensuring fewer claims related issues, mitigating lost claims and wasted time.
Increasingly efficient processes are a huge advantage for companies, especially larger organization. Specialty outsource business process providers can dramatically improve the efficiency, and bottomline, of a company. And that is what a true business partner is all about. For more information about absence management solutions, first notice of loss (FNOL) and 24/7 claims reporting, contact the experts at Actec.

How to Handle Claims Effectively

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April 20th, 2015

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Many insurance companies do not have an effective claims management system,
oftentimes leading to a loss of accounts. There are four key elements that need to be included in an effective and efficient claims handling policy. These elements should be included in a productive claims management evaluation process.

Element #1: Written Agreement with Carrier and Intermediary (Broker)
It is vitally important that you maintain an excellent working relationship with your insurance carrier and broker (or third administrator – TPA.) The basis of this relationship includes a written agreement on roles, responsibilities, key performance indicators (KPIs) and communication protocol.
Element #2: Written Internal Protocols
A well-defined, written internal process for claim reporting, tracking and oversight of the claims management methods that employees are expected to follow is essential.
Element #3: Specific Metrics
Metrics and data tracking are powerful tools when assessing the effectiveness of claims management. Specific metrics need to be developed and tracking protocols implemented. Examples of helpful metrics include:

  • What is the basis for reserves?
  • What trends are affecting claims?
  • What challenges are claims managers facing and why do these challenges exist?
  • Are the certain claimants that present problems? What issues are claim managers having with these claimants?

Element #4: Support from Upper-Level Management
In order for claims management systems to be effective throughout the company, all levels of management within the company need to be involved and committed to the process. A system for regularly measuring the frequency, type and severity of claims needs to be implemented; periodic claims need to be reviewed, referenced and follow-up systems noted.
If implemented systematically, these four key elements of effective claim management will significantly reduce your TCor by reducing both claim frequency and severity and reducing handling time.

Employee Absence and Fraud Prevention Through Call Center Services

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November 18th, 2014

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Don’t let employee absences slow down your organization. As soon as an employee reports an absence, there are many steps to be taken. Automatic notification of all affected parties, activation of procedures to find a replacement, and beginning the intake process for absences related to short-term disability, long-term disability, or Family Medical Leave Act (FMLA) incidents are all crucial elements. Beyond this, Actec also records when the absence will begin and when the employee will return so you can plan accordingly, all without consuming your supervisors’ valuable time.

It’s equally critical to stay connected with feedback from your employees regarding fraud, theft, sexual harassment, ethical concerns, equipment breakdowns, and safety matters to eliminate potential problems before they evolve into serious liability issues and lawsuits. Proactively soliciting feedback from your employees not only reduces your liability, but it also increases retention and improves the working environment for all of your employees and keeps you in compliance with the Sarbanes-Oxley Act of 2002, which mandates that companies provide a way for employees to submit anonymous reports about financial irregularities without fear of retaliation.

Full-Cycle Claim Reporting – Accuracy Is Key

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October 28th, 2014

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Full cycle claim reporting refers to a comprehensive approach to claims and incident reporting. In some instances, full-cycle claim and incident reporting is also referred to as claims intake and reporting, or even within the general context of first notice of loss (FNOL). The concept is fairly simple; an individual has experienced a loss, theft or damage and needs to reports the specifics to their insurance carrier, third party administrator or self insured organization. It is important that this intake is professionally handled, promptly addressed and accurately recorded. The intake is extremely important to ensure the resulting claim is accurately reported. Full-cycle claim reporting refers to a comprehensive, one stop approach to this situation. Key components of a full-cycle solution include:
  • Companies can report all claims to a single claim reporting service
  • Claim reporting is fully integrated into the system
  • All the information needed for processing is completed on the first report
  • Workflow changes can be easily to accommodated to meet new requirements

There are accurate metrics to determine the actual cost of claim and incident reporting. With first notice of loss, it is important to close claims quickly and manage risk at all levels of the organization. FNOL intake specialists should be available 24/7,365 days a year, to ensure accurate and timely intake whenever an incident occurs and to handle after-hours incidents and overflow. It is also an opportunity for companies to demonstrate their commitment to employees, by ensuring employees receive rapid and professional response, during what is likely to be a very stressful time, namely the reporting of a loss or theft. Creating a full-cycle claim reporting system to respond, monitor and measure the FNOL process is a key component in success in this complex scenario. Many companies outsource their first notice of loss to a full cycle claims and  incident reporting specialist, particularly when the consider the challenge of a 24/7, 365 day a year schedule.

Claims Management and FNOL: The Bottom Line

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October 6th, 2014

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Cost-effective incident reporting management is dependent upon capturing accurate information, the first time an incident occurs. When policyholders report a notice, they should be greeted on behalf of your organization by a qualified Intake Specialist, trained to handle worker’s compensation, auto, property, general liability, short-term disability, and long-term disability claims. Intake Specialists capture all relevant data using a best practices workflow developed over years of first notice of loss (FNOL) experience. Alternatively, enter notices can be entered directly into your in-house claims management application via the Internet or secure connection. Providing Medical Coding, Duplicate Checking, Quality Assurance Reviews and Notice Completion in addition to streamlined and skilled services keeps Actec Intake Specialists ahead of the curve.

High Tech Claims Management and Incident Reporting

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September 15th, 2014

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In incident reporting and claims management, it’s critical to stay ahead of the game. This means leveraging all available methods of communication and organization to optimize the client experience. Data integration across all contact methods is crucial. This includes telephone, e-mail, fax, and web entry in order to ensure consolidated reporting and may be filtered by contact method. Individual notices should immediately transmit via automated e-mail or fax to any number of recipients, based on the location, type of report and other criteria.

Scheduled summary reports must also available, allowing regular electronic distribution of reports daily, weekly, monthly, or by custom period to multiple recipients based on level of management within your organization. VoIP solutions are invaluable in enhancing telephonic intake by quickly connecting intake specialists with policyholder account information. Call switch statistics must be available for management reporting by individual incoming number. With these tools, complete call statistics and all associated time tracking may be summarized and archived down to thirty-minute intervals.

To maintain quality standards, Actec trainers and supervisors monitor daily, listening to live calls and recordings in conjunction with remote observation of FNOL intake. We record all calls, which are stored as .wav files and readily accessible. Using RightFax, we are also able to log and distribute in- and out-bound faxes and e-mails for efficient and fully accountable document management. Thorough, advanced organization is key to achieving FNOL success via claims management and incident reporting.